iCQ
Level 2
QN: 601/2618/8
Curriculum Active
iCQ Level 2 Extended Award in the Principles of Customer Service in the Retail Sector
Official qualification regulated by Ofqual, awarded by iCQ. Classified as a Occupational Qualification. Total guided learning hours: 54 hours.
Qualification Level
Level 2
Awarding Body
iCQ
Syllabus Units
4 Units
Guided Hours
54 hrs
Instant access to interactive lessons, quizzes, and spaced revision.
Course Syllabus & Study Modules
Complete breakdown of verified curriculum topics and learning objectives.
1
Cultural awareness
Verified
Key Learning Objectives:
- Understand what is meant by ‘culture’
- Understand the importance of effective communication with people from different cultures
- Know how to communicate with people from different cultures
2
The role of a customer service representative in welcoming tourists and visitors to their destination
Verified
Key Learning Objectives:
- Understand the importance of welcoming tourists/visitors to a destination
- Know the customers of a tourist/visitor destination
- Know what is available at a tourist/visitor destination
- Understand the role of a customer service representative at a tourist/visitor destination
3
Understanding customer service in the retail sector
Verified
Key Learning Objectives:
- Understand the effect of customer service on retail business
- Understand how retail businesses find out about customers’ needs and preferences
- Understand the importance to a retail business of customer service standards, policies and procedures
- Understand how customer complaints and problems are resolved in a retail business
4
Understanding the retail selling process
Verified
Key Learning Objectives:
- Understand the five steps of the selling model
- Understand how questions are used to identify customers’ needs
- Understand the benefits and uses of product knowledge
- Understand how sales are closed
Regulatory & Verification Details
- Qualification Number (QN)
- 601/2618/8
- Regulated Status
- Available to learners
- Awarding Body
- iCQ
- Qualification Type
- Occupational Qualification
- Operational Start
- Feb 2014